Thinking Outside the (Tech Docs) Box: Structured Authoring as Competitive Advantage
http://www.thecontentwrangler.com/article/thinking_outside_the_tech_docs_box_structured_authoring_as_competitive_adva/

Sorofman, Jake
Content Wrangler, The
2008

Abstract:

There was a time when technical writing was seen as a cost center—a necessary function, but hardly a key lever for competitive advantage. This is quickly changing as globalization and hyper-competition put customers in control and organizations scramble for new and different ways to strengthen relationships.